Complaintsfordoxo Inc

Bill Paying Services

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Initial Complaint
06/14/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company has sent me an updated terms of service claiming This message was sent to [email] because it was registered with doxo to make online payments. I have absolutely never heard of nor used doxo let alone registered with them. I demand to know what personal information they seem to have registered in their database, how they came about it, and what their purpose is to register me without my consent.
Business response
06/18/2024
Hello *******,
To use doxo, you need to create an account and provide specific details such as the payment amount, the account you're using, the payment method, any related fees, and the desired payment date. As doxo is a third-party service, the information required for payment setup is supplied by you.
On August 22, 2022, you requested doxo to process a one-time payment to Bay Area FasTrak - Violations. Since then, no additional payments have been made.
Please remember that doxo acts as a third-party bill payment service. doxo is not affiliated with or endorsed by any of the service providers on our platform. This is explicitly communicated through doxs disclaimer, which reads, "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
Regarding doxos updated terms of service, its common for companies to routinely update their terms over time to stay current with laws, regulations and industry best practices. As doxos products and services evolve, so will the terms of service. As is true with all terms of service agreements, your continued use of the doxo website and mobile app is your agreement to the terms. If you do not agree, you are not required to use the service.
Should you have any additional concerns or questions regarding your account, please do not hesitate to contact doxo Customer Support. ********************** can be reached via online chat at ********************************************** you can speak directly with Customer Support by calling at **************.
Thank you,
doxo Customer Support
Initial Complaint
06/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Doxo is emailing residents of the *************** in ***************** pretending to represent our sewer authority and collecting payments from our customers. We do not currently nor have we ever done business with this company.
Business response
06/25/2024
Hi,

doxo is a convenient based independent bill pay service that allows consumers to pay all of their household bills from one account.
We are not affiliated with ***************, nor claim to be. Our direct agreement and affiliation is with our doxo users. We state this throughout the payflow as we want consumers to be aware they are on doxo. As an independent bill pay service we strictly remit payment on behalf of our users to the providers of their choice.

Consumers who utilize doxos all- in one bill pay platform receive email notifications regarding their payments. We do not pretend to represent Newburgh Borough. In order for any consumer to submit payment through doxo they must create a doxo user account with a valid email address

According to our records, *************** has never reached out to our support team. If you're interested in talking to us further about your concerns, please reach out to us at ***************************************************************************

-Doxo ****** Support
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Month after month for years I saw a doxo charge of 6.40 come thru on my bank statement. Called 800 number. Canceled. Have no idea what this company does or did for me for years. And when or if I ever signed up. Sneaky. Real company?No services rendered. One of those monthly .hidden. good for nothing fees.
Business response
06/11/2024
Hello ****,
At doxo, we are dedicated to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.
Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
Our records show that you signed up for doxoPlus when setting up the payment on July 18th, 2022 to LabCorp, and the associated fee was waived. doxoPlus offers five protections for secure bill pay, including identity theft protection, credit monitoring, private pay protection, and more.
We understand you contacted our customer support team on June 10th, 2024, for assistance with canceling this subscription. Rest assured, one of our agents is assisting you with your inquiry. If you have additional questions or need further support, feel free to contact us via our online chat at ******************************************* or by calling **************.
Thank you,
doxo Customer Experienc

Customer response
06/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On or about April th, 2024, I enlisted the service of Doxo, a 3rd party ******************* to pay my electric bill with **************************** This was completed online. The amount of the bill was with a service fee by Doxo of $9.63 for a total of $274.63.This information along with the account information and address was provided to the vendor. Several years ago I had used this company with no problems. I subsequently made contact with Doxo on this matter and they indicated the funds had been forwarded to my account with LUS, with a *******, Wash address. I obtained a phone number on line, ************ and made contact with a Doxo representative. I was told the check or payment had been received by Doxo as of 5/1/2024. This was not the same information LUS had as they indicated they had not received the payment. I did speak with my ***************** and they indicated the checked had cleared my account, and had the Seattle, Wash address. I made contact again with Doxo, and when I provided this information the representative said Doxo had forwarded the check to ***************, a supposed LUS representative. A conversation with *** indicated that there was no one by that name at LUS in that department. I have had several later conversations with LUS and and Doxo. As of today, 06/06/2024, and several conversations there has been no resolution and my untility bill remains unpaid. I would request the the payment be overnighted to me so that I can deliver the funds to the utilities compan and avoid further delay. Through this incident I have talked without minimum three employees of Doxo and got differing information.
Business response
06/11/2024
Hello *****,
At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
Per your selection in our bill pay application, doxo processed a direct payment of $250.00 to ********* Utilities System - ********* on May 1st, 2024. A confirmation email was sent with the summary, which also provided the opportunity to cancel if needed.
We acknowledge your contact with our customer support agent on May 28th, 2024. Our team is actively working on your case for a resolution and will contact you soon with an update. If you need further assistance, doxo's Customer Support team is available via our online chat at doxo Support, or you can call us at **************.
Thank you for choosing doxo.
Best regards,
doxo Customer Experience

Customer response
06/11/2024

Complaint: 21812936

I am rejecting this response because: doxo was the business used to pay the third party. I have been in contact with the BBB and based on their information, they are not in possession of the funds. My bank has indicated that the debit has posted to my account with them. Prior to the bank receiving the funds, doxo was the last party to be in possession. My original response outlined the events of this transaction. doxo erroneously indicated that the check was forwarded to an employee of LUS who later, it was determined, he did not work there.

Sincerely,

***************************
Business response
06/18/2024
Hello *****,
Per your selection in our bill pay application, doxo processed a direct payment of $250.00 to ********* Utilities System - ********* on May 1st, 2024. A confirmation email was sent with the summary, which also provided the opportunity to cancel if needed.
doxo customer support has reached ********* Utilities System - ********* on your behalf and was advised that this payment has been applied to your account on June 12, 2024, and they have waived the late fees that were charged.
Thank you,
doxo Customer Support
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
DOXO had access to my ticket information and identified as an authorized payment center to pay my parking ticket received in *****************, **. However per ***************** they do not take payments from DOXO and mailed me the check payable to *********************** received from DOXO. To date DOXO has not escalated my complaint to refund my payment by reissuing a check payable to me despite numerous calls and written letters. Of note the DOXO check has a PO Box address.
Business response
06/11/2024
Hello *****,
At doxo, we are dedicated to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.
Please remember that doxo acts as a third-party bill payment service. We're not affiliated with or endorsed by any of the service providers on our platform. We explicitly communicate this through our disclaimer, which reads, "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
Per your selection on our bill pay application, doxo sent a check payment of $150.00 to Village of Hempstead - Parking Ticket (**) due to arrive on May 07, 2024. A confirmation email was sent with the summary for the payment, which also provided the opportunity to cancel if needed. It is essential to understand that doxo lacks control over when a ****** will post the payment to your account.
Our records indicate that you contacted doxo Customer Support on June 06, 2024, and our agent assisted with voiding your check payment. A refund will be issued to the original payment method.
If you have any additional concerns or questions, please do not hesitate to reach out to us. doxo can be contacted on our online chat to speak with our Customer Support team at ******************************************* or you may call **************.
Thank you,
doxo Customer Experience
Initial Complaint
06/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
6 5 2024. Doxo is taking many out of my checking account. I do not know them and did not approve this. I have gotten the run around. Can't get a answer to my question. I called the number they had it was a utility company. They said they never herd of them. I want all my money back and let other know how and how they work. Please help me.
Business response
06/12/2024
Hello *****,
At doxo, we strive to make bill management convenient for our users. As a third-party bill pay service, doxo allows consumers to efficiently pay and manage all their bills in one user-friendly location.
On June 5th, 2024, you contacted our customer support team. They attempted to locate these transactions using the email and information you provided but were unsuccessful. However, after extensive research, our agent was able to find your referenced payment under a different email address and determined it was for payment to the ****************** (**). You confirmed you recognized the ****** and that these payments were made by your daughter on your behalf. It was advised that you confirm these payments were applied to your account with the City of ********** (**) and to reach out to us if this is not the case so that we may move forward with working on a resolution.
Should you have any further questions or concerns, we encourage you to reach out to our Customer Support team via our online chat at ******************************************* or by calling **************.

Best regards,
doxo Customer Experience
Initial Complaint
06/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
May 28th I paid HNL what I thought was the labs website. Some how, the payment was handled by DOXO. I called them to cancel payment once I saw the fee and the email that they set up auto pay. The bill was $40.00. I didn't ask for auto pay. Now I was worried, something was going on. I called HNL. THEY DON'T HAVE A THIRD PARTY COLLECTOR!!! ITS A SCAM. I called DOXO 3 times and they won't give me my money back. It was taken out of my account on the 28th. $23.99. first time they said they would refund money, second time they said my bank has to return money, today they say they never took mone. Please help. I called HNL and they said they were unable to help me.
Customer response
06/11/2024
I disagree with their letter to me. Why were they on HNL's website if they're not affiliated? I WAS CHARGED THE $3.99 FEE IT DID NOT DISAPPEAR! And I never received the check
Business response
06/11/2024
Hello *****,
At doxo, we are dedicated to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo offers a platform where consumers can efficiently handle all their bills in one user-friendly location.
Please remember that doxo acts as a third-party bill payment service. We're not affiliated with or endorsed by any of the service providers on our platform. We explicitly communicate this through our disclaimer, which reads, "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
In reference to your payment fee concern, we want to assure you that bill payments are free on doxo when processed through a linked bank account.
Our records indicate that you requested doxo send a payment to ******************* on May 28, 2024, in the amount of $20.00. On June 4, 2024, you contacted our customer support department and requested the payment be stopped. Our customer support agent canceled the **********************. At that time, a refund was attempted back to the original payment method, but the refund failed. This attempt was made on May 28, 2024. A refund check has been mailed to you via **** delivery on June 7th, 2024.
doxo confirms that auto payments are not set up. However, during the initial setup of your payment, payment reminders were enabled. This is a reminder only. As of today, this feature has been disabled for you.
Should you have any further concerns or questions, please feel free to reach out to us. You can contact doxo via our online chat to speak directly with our Customer Support team at *******************************************, or you may call us at **************.
Thank you,
doxo Customer Experience

Customer response
06/11/2024

Complaint: 21799523

I am rejecting this response because:

Sincerely,

*********************
Business response
06/27/2024
Hello *****,
doxo acts as a third-party bill payment service. We're not affiliated with or endorsed by any of the service providers on our platform, nor is doxo affiliated with ******************** website. We explicitly communicate this through our disclaimer, which reads: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by your selected provider."
A refund check was mailed to you in the amount of $23.99, which includes the payment amount along with the fee. The check number is *****. This check was cashed on June 13, 2024. Please see the attached documentation for proof.
If you have additional questions or need further support, feel free to contact us via our online chat at ******************************************* or by calling **************.
Thank you,
doxo Customer Support
Initial Complaint
05/23/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 5th I paid Illinois gastrology for a bill I'm the amount of $240. On April 17th doxo paid a company in *********** the $240. Doxo paid the wrong company. I have waited a week and contacted doxo through a chat line and all I get is that they paid the $240. I would like a refund in the amount of $240 so I can pay this delinquent invoice to Illinois gastrology.
Business response
05/28/2024
Hello *****,
At doxo, we are committed to providing convenient bill management solutions for our users. As a third-party bill pay service, doxo enables consumers to efficiently handle all their bills in one user-friendly location. Throughout the payment and account setup process, doxo emphasizes its third-party status by including the attached disclaimer: "doxo enables secure bill payment on your behalf and is not an affiliate of or endorsed by" your selected provider.
Per your selection in our bill pay application, doxo processed a check payment of $240.00 to *************************** of *********** (**) on April 17, 2024. A confirmation email was sent with the summary, which also provided the opportunity to cancel if needed. Proof of payment is attached.
We acknowledge your contact with our customer support agent on May 20th, 2024, in which it was discovered that the payment was made to a wrong ******. It is essential to understand that doxo can only submit payment to the ****** that is requested by our users.
Our team is actively working on your case for a resolution and will contact you soon with an update. If you need further assistance, doxo's Customer Support team is available via our online chat at doxo Support, or you can call us at **************.
Thank you for choosing doxo.
Best regards,
doxo Customer Experience

Customer response
05/28/2024

Complaint: 21750111

I am rejecting this response because:

Sincerely,

***********************
Customer response
05/29/2024
The company doxo paid the $240 to gastroenterologist of baton rouge(LA). They now put it in my hands to get the refund back from the ******************** I contacted that company and they put me off saying the money went into a miscellaneous fund. I just want doxo to either refund my money or have gastroenterology of baton rouge to refund the 240 dollars to my account.
Business response
06/05/2024
Hello *****,

Our team is actively working on your case and will contact you soon with an update. As of today, June 4, 2024, there has been no response from *************************** of *********** (**). A follow-up email has been sent to them.
doxo can only refund this payment if it is received back from *************************** of *********** (**), as this was not an error on our end. We will update you as soon as possible.
If you need further assistance, doxo's Customer Support team is available via our online chat at Doxo Support, or you can call us at **************.
Thank you for choosing doxo.
Best regards,
doxo Customer Experience
Initial Complaint
05/14/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am filing a complaint on behalf New England Dermatology and ************* We did not enter into any agreement with DOXO to receive payments from our patients. DOXO hacked our website and has the patient router to their website to make payments. We DO NOT and CAN NOT charge patients any amount other than what an insurance carrier deems their responsibility. DOXO is a scam and needs to be shut down.
Business response
05/22/2024
Hello ********,
Thank you for sharing your concern and giving us this opportunity to clarify how doxo works.
doxo does not have an agreement with New England Dermatology and ************* Our agreement is with the doxo user. We clearly state throughout the payflow that doxo is not affiliated with New England Dermatology and ************* In fact, we want customers to know they are on ********************** and require all customers to create a ********************** user account in order to submit a **********************.
Providers listed on doxo have been added by active users. doxo has been sending payments successfully to New England Dermatology and ************ since 2018. Additionally, over 80% of users that send payments to your business also pay other providers. Clearly those users understand who they are making payments with because they are also paying other providers using doxo.
doxo did not hack your website or any other patient information. doxo uses common marketing and internet practices. None of which are illegal or harmful as you implied.
Lastly, doxo offers several payment options, including free ways to pay when using a linked bank account. You can find more information about our services on our website www.doxo.com.
We recently discussed this with you over the phone. If you have additional questions, please reach out to us directly.
*********************************************
Thank you,
doxo Customer Experience

Customer response
05/24/2024
Again, we are asking that our information be removed from DOXO's website. We did not authorize DOXO to advertise New England Dermatology on their website. If they are unwilling to remove the information, we will have no alternative except to pursue other avenues of resolution including contacting the states attorney's office and/or legal action.
*********************************
Customer response
05/31/2024
I added information here last week. This should not have been closed. We will be contacting an attorney and pursuing a lawsuit (possibly a class action) against DOXO as they are refusing to remove us from their website. It is false advertisement as we did not authorize it.

*********************************

Business response
06/18/2024
Hello ********,

The providers listed on doxo are added by active users utilizing doxos all-in-one bill pay services. We aim to offer the most comprehensive directory possible for our users. As mentioned previously, 80% of the users that send a payment to you, also pay other providers.
doxo is not affiliated with New England Dermatology and ************ (MA). This disclaimer is prominently stated on our website in multiple locations: "doxo is not an affiliate of New England Dermatology and ************ (MA)."
Our agreement and authorization are with the doxo user, rather than directly with the providers themselves. This approach is consistent with how other third-party bill pay providers operate.
If you have specific concerns we can address with incorrect payments or other items, please dont hesitate to contact us directly at *********************************************.

Thank you,
doxo ****** Support

Customer response
06/21/2024

Complaint: 21710862

I am rejecting this response because: As mentioned before we DO NOT authorize our information to be listed on DOXO. There are other vendors that send us payments and DO NOT list us on their website. Our attorney will be reaching out.

Sincerely,

*********************************
Initial Complaint
05/14/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 3rd I use doxo, a third party *******************, to pay both my power and my water bill. I didn't think nothing about it I've seen that the water bill was paid I assumed the power bill was as well. Then upon looking I realized that my $200 and they charged me $8.28 it's just a process this payments and it was never applied to my account. Well once we all were looking into it and that is doxo, *********** and myself we realize that somehow doxo pulled an old account number from over 5 years ago and no I did not have to put this in myself this was just supposedly it just popped up and I paid it I didn't have to put in the account number but it was applied to a deceased person's account. They initially were helpful however I have not heard anything back from them I paid to file a complaint with my bank the guy that I was speaking to said that they were no longer no longer the payment was no longer accessible to them which makes no sense considering through the company that has my money. So it is taking forever but they have not even attempted contact with me.
Business response
05/16/2024
Hello *****,

At doxo, we strive to make bill management convenient for our users. As a third-party bill pay service, doxo allows consumers to efficiently pay and manage all their bills in one user-friendly location.
To begin utilizing our services, users are required to create a doxo account. During this process, individuals will need to respond to a series of questions, including the payment amount, the designated account number for the **********************, preferred payment method, any applicable convenience fees, and the desired date for the payment to reach the selected provider. It's important to note that all this information is provided by the user.
In reference to your ********************** fee concern, we want to assure you that bill payments are free on doxo when processed through a linked bank account.
According to your selection in our bill pay application, doxo processed an electronic payment of $200.00 to *********** on April 08, 2024. A confirmation email was sent with the summary, which also provided the opportunity to cancel if needed. Proof of payment is attached. It is essential to understand that doxo lacks control over when a ****** will post the payment to your account.
According to the details you submitted to BBB, our records indicate that you contacted our Customer Support team regarding your bill ********************** on May 6th, 2024. During this call, it was discovered that the payment was made to an old account number you no longer have access to. Again, to reiterate this information is provided by the user.
Please note that your case is still open, and we are currently in the process of contacting *********** on your behalf to seek a resolution.
Should you have any further concerns or questions, please feel free to reach out to us. You can contact doxo via our online chat to speak directly with our Customer Support team at *******************************************, or you may call us at **************.
Thank you,
doxo Customer Experience

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